Client Services Executive, Commusoft
£28-29k
More information about location
2+ days a week in office
Job management software for field services
Job no longer available
Job management software for field services
21-100 employees
Job no longer available
£28-29k
More information about location
2+ days a week in office
21-100 employees
Company mission
To educate and empower field service companies to provide world-class customer journeys.
Role
Who you are
- Technical Aptitude: A strong interest in technology and software, with a solid understanding of operating systems (Windows and Mac) and proficiency in various software applications, including common business tools (e.g., Google Apps for Business, Slack)
- Software Support Experience: Proven experience (typically 1-2 years) in a technical support, user support, or customer service role within a software or SaaS environment, or a demonstrable strong interest and aptitude for the industry
- Excellent Communication Skills: Exceptional verbal and written communication skills with the ability to explain technical concepts clearly and concisely to both technical and non-technical audiences
- Problem-Solving Skills: A proactive and analytical approach to problem-solving with the ability to diagnose issues, identify root causes, and implement effective solutions
- Customer Focus: A genuine passion for providing outstanding customer service and a strong commitment to client satisfaction
- Team Player: Ability to work effectively as part of a close-knit team, collaborating with colleagues and sharing knowledge
- Organisational Skills: Excellent organisational and time-management skills with the ability to manage multiple tasks and prioritise effectively
- Proactive and Self-Motivated: A proactive attitude with a willingness to take initiative, learn independently, and contribute ideas for improvement
- Familiarity with Support Tools: Experience using ticketing systems (e.g., Intercom and Jira), remote support tools (e.g., TeamViewer), and potentially knowledge base platforms
What the job involves
- At the heart of Commusoft's success lies our Client Operations team – a powerhouse of Service, Success, and Technical expertise
- We're not just Support; we're dedicated partners, guiding our clients to unlock the full potential of their investment
- Our commitment to building lasting relationships is reflected in outstanding client sentiment and engagement, with online reviews consistently highlighting our support as a key differentiator
- Within our Service team, we champion a culture where client satisfaction and team well-being go hand-in-hand
- We believe that a positive and growth-oriented environment empowers us to deliver exceptional service, turning every interaction – win or learn – into an opportunity to strengthen client loyalty
- Provide Multi-Channel Support: Efficiently manage and respond to client support requests via phone, email, and other channels, utilising remote support tools as needed
- Master Our Platform: Develop a deep understanding of our SaaS product to effectively troubleshoot issues, answer questions, and guide clients
- Log and Track Issues: Accurately log all support queries, actions taken, and updates in our ticketing system (e.g., Intercom), ensuring comprehensive record-keeping and efficient workflow management
- Prioritise and Resolve: Take ownership of client issues, prioritise them based on severity and impact, and drive them to timely and accurate resolution, adhering to established SLA
- Educate and Empower: Proactively assist clients by providing clear explanations and helpful guidance on features, functionalities, and best practices
- Develop Self-Service Resources: Contribute to keeping our knowledge base clear and concise with articles, FAQs, and potentially video tutorials to empower clients to find solutions independently
- Collaborate with Internal Teams: Effectively escalate complex technical issues to the development and product teams, providing detailed information and collaborating closely to ensure swift resolution and contribute to product improvements
- Contribute to Continuous Improvement: Identify recurring issues and provide valuable feedback to the product team to help enhance the user experience and prevent future problems
- Maintain a Customer-Centric Approach: Consistently demonstrate empathy, professionalism, and a commitment to providing exceptional customer service in every interaction
- Stay Up-to-Date: Continuously learn about new features, updates, and best practices related to our software and the SaaS industry
Salary benchmarks
Our take
Though field services companies are vital for the continued operation of just about everything, they have lagged behind other industries in having specialised solutions for managing their operations. Commusoft exists to change that, providing plumbers, electricians, builders, and trades companies of all stripes with a platform that allows businesses to plan and schedule jobs, provide costing and quotes to customers, and handle client communications from a single application.
While other companies are operating in the field, Commusoft stands out in the market with its focus on its simplicity and digital invoicing functionality which is far more flexible than that provided by competitors.
Commusoft was founded in the UK but in 2019 began its international expansion, opening an office in Chicago to grow into the North American market. Having established a strong presence in the UK its main objective is currently to grow its market share in the US, recruiting teams on both sides of the Atlantic to capture a piece of the enormous American field services sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Company HQ
London, UK
Leadership
Jason Morjaria
(Founder & CEO)Prior to founding Commusoft was a Consultant at Pay2bill. Also founded Oprillo.
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